Summary
Overview
Work History
Education
Skills
Timeline
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Luis Padilla

Luis Padilla

Networking Engineer / Customer Service Rep.
Soledad

Summary

Results-driven Infrastructure Support Analyst at ScotiaTech with expertise in network troubleshooting and a customer-first approach. Proven track record in reducing downtime through proactive issue identification and resolution. Skilled in Cisco and Fortinet technologies, with advanced time management abilities that enhance team efficiency and client satisfaction.

I have extensive expertise in Cisco devices (routers and switches), Fortigates, and Aruba. I excel in providing immediate solutions to customers and am passionate about delivering top-tier customer service. I am fluent in English (both oral and written) and have a strong ability to understand and troubleshoot REST APIs and cloud solutions.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Infrastructure Support Analyst

ScotiaTech
02.2024 - 09.2024
  • Collaborated with cross-functional teams to ensure seamless integration of new systems and applications.
  • Worked in team-driven environments and communicated effectively with stakeholders.
  • Resolved issues in servers and software using range of tools and technologies to troubleshoot problems and identify solutions.
  • Reduced downtime by proactively identifying potential issues and taking corrective measures.
  • Troubleshoot connectivity issues over the network with Cisco, Fortinet, and Aruba (SD-WAN).
  • Manage LAN/WAN and work with routing protocols such as Static, OSPF, and BGP.
  • Experience with ServiceNow, SolarWinds, Wireshark, Fortimanager, and F5.
  • Advanced time management skills and proficiency in developing workflows for troubleshooting efficiency.

Technical Support Engineer - P3

Fortinet
12.2022 - 07.2023
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Conducted root cause analysis and troubleshooting for VPN IPSEC, SSL-VPN, WAN/LAN connectivity, certificates, Webfilter, NAT, and ACL configuration.

Tier 2 Support Engineer

Foundever (Formed by Sykes)
02.2017 - 12.2022
  • Streamlined internal processes, implementing new tools and strategies to improve issue resolution times.
  • Exceeded service level agreements consistently by delivering prompt resolutions to client inquiries regarding software concerns or hardware malfunctions.
  • Enhanced customer satisfaction by resolving complex technical issues in a timely manner.
  • Facilitated smooth transitions during software upgrades by providing thorough documentation and training to endusers.
  • Provided support to Frontier (ISP), troubleshooting Cisco devices and SD-WAN (cEdges, vEdges, and vManage).
  • Verified device failure and facilitated RMA replacements.
  • Sold networking devices (switches, routers) for B2B and B2C services.

Customer Representative

QANTICA (Formed by Bilatera)
02.2013 - 09.2014
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Sold cell phones and plans for companies such as Tracfone, Straight Talk, Sprint, Telcel America Wireless, and AT&T.

Education

Associate of Science - Python

EAN
Bogota, Colombia
05.2001 -

Associate of Science - Computer Networking

Atlantico University
Barranquilla, Colombia
05.2001 -

High School Diploma -

Dolores Maria Ucros
Soledad, Colombia
05.2001 -

Skills

Network troubleshooting

Remote support

Troubleshooting techniques

Hardware installation

Fluent in english

REST API

Cloud solutions

Advanced time management and prioritization

Customer-first approach and SLA adherence

Networking (Cisco, Fortinet, Aruba, SD-WAN, LAN/WAN, BGP, OSPF)

Ticketing systems (Zendesk, ServiceNow, Salesforce)

Troubleshooting network connectivity issues

JIRA, Confluence, Airtable experience

Telecom (Carrier, SIP, PBX) and packet analysis (Wireshark, PCAPs)

Timeline

Infrastructure Support Analyst

ScotiaTech
02.2024 - 09.2024

Technical Support Engineer - P3

Fortinet
12.2022 - 07.2023

Tier 2 Support Engineer

Foundever (Formed by Sykes)
02.2017 - 12.2022

Customer Representative

QANTICA (Formed by Bilatera)
02.2013 - 09.2014

Associate of Science - Python

EAN
05.2001 -

Associate of Science - Computer Networking

Atlantico University
05.2001 -

High School Diploma -

Dolores Maria Ucros
05.2001 -

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Luis PadillaNetworking Engineer / Customer Service Rep.